GR-10.3 Principles for Effective Handling of Complaints

GR-10.3.1

Adherence to the following principles is required for effective handling of complaints:

Added: December 2018

Visibility

GR-10.3.2

"How and where to complain" must be well publicised to customersG and other interested parties, in both English and Arabic languages.

Added: December 2018

Accessibility

GR-10.3.3

A complaints handling process must be easily accessible to all customersG and must be free of charge.

Added: December 2018

GR-10.3.4

While a licensee'sG website is considered an acceptable mean for dealing with customerG complaints, it should not be the only means available to customersG as not all customersG have access to the internet.

Added: December 2018

GR-10.3.5

Process information must be readily accessible and must include flexibility in the method of making complaints.

Added: December 2018

GR-10.3.6

Support for customersG in interpreting the complaints procedures must be provided, upon request.

Added: December 2018

GR-10.3.7

Information and assistance must be available on details of making and resolving a complaint.

Added: December 2018

GR-10.3.8

Supporting information must be easy to understand and use.

Added: December 2018

Responsiveness

GR-10.3.9

Receipt of complaints must be acknowledged in accordance with Section GR-10.5 "Response to Complaints".

Added: December 2018

GR-10.3.10

Complaints must be addressed promptly in accordance with their urgency.

GR-10.3.11

GR-10.3.12

CustomersG must be kept informed of the progress of their complaint, in accordance with Section BC-10.5.

Added: December 2018

GR-10.3.13

If a customerG is not satisfied with a licensee'sG response, the licenseeG must advise the customerG on how to take the complaint further within the organisation.

Added: December 2018

GR-10.3.14

In the event that they are unable to resolve a complaint, licenseesG must outline the options that are open to that customerG to pursue the matter further, including, where appropriate, referring the matter to the Compliance Directorate at the CBB.

Added: December 2018

Objectivity and Efficiency

GR-10.3.15

Complaints must be addressed in an equitable, objective, unbiased and efficient manner.

Added: December 2018

GR-10.3.16

General principles for objectivity in the complaints handling process include:

(a) Openness:

The process must be clear and well publicised so that both staff and customersG can understand;

(b) Impartiality:

(i) Measures must be taken to protect the person the complaint is made against from bias;

(ii) Emphasis must be placed on resolution of the complaint not blame; and

(iii) The investigation must be carried out by a person independent of the person complained about;

(c) Accessibility:

(i) The licensee must allow customerG access to the process at any reasonable point in time; and

(ii) A joint response must be made when the complaint affects different participants;

(d) Completeness:

The complaints officer must find relevant facts, talk to both sides, establish common ground and verify explanations wherever possible;

(e) Equitability:

Give equal treatment to all parties;

(f) Sensitivity:

Each complaint must be treated on its merits and paying due care to individual circumstances;

(g) Objectivity for personnel — complaints handling procedures must ensure those complained about are treated fairly which implies:

(i) Informing them immediately and completely on complaints about performance;

(ii) Giving them an opportunity to explain and providing appropriate support;

(iii) Keeping them informed of the progress and result of the complaint investigation;

(iv) Full details of the complaint are given to those the complaint is made against prior to interview; and

(v) Personnel must be assured they are supported by the process and should be encouraged to learn from the experience and develop a better understanding of the complaints process;

(h) Confidentiality:

(i) In addition to customerG confidentiality, the process must ensure confidentiality for staff who have a complaint made against them and the details must only be known to those directly concerned;

(ii) CustomerG information must be protected and not disclosed, unless the customerG consents otherwise; and

(iii) Protect the customerG and customer'sG identity as far as is reasonable to avoid deterring complaints due to fear of inconvenience or discrimination;

(i) Objectivity monitoring:

LicenseesG must monitor responses to customersG to ensure objectivity which could include random monitoring of resolved complaints;